Director, Customer Success

Innodata (Nasdaq: INOD) is a global data engineering company. We believe that data and Artificial Intelligence (AI) are inextricably linked. Our mission is to enable the responsible advancement of artificial intelligence by providing the data, evaluation frameworks, and human expertise required to build AI systems that can be trusted at scale. We provide a range of transferable solutions, platforms, and services for Generative AI / AI builders and adopters. In every relationship, we honor our 36+ year legacy delivering the highest quality data and outstanding outcomes for our customers.

Scope Of The Role

We are seeking a senior account leader who can drive growth within existing enterprise accounts while ensuring strong delivery execution and customer success. This role owns a $10M+ portfolio and is responsible for 20–50% year-over-year growth through structured upsell and cross-sell strategies, while maintaining high client satisfaction and retention.

What You’ll Own

* Own and grow a $10M+ portfolio of assigned enterprise accounts with clear revenue, margin, and retention targets

* Drive 20–50% year-over-year account growth through structured upsell, cross-sell, and expansion into new business units or service lines

* Develop and execute strategic account plans with 12–18 month revenue roadmaps, aligned to each client’s business priorities

* Lead QBRs and executive-level business reviews, presenting ROI, performance data, and expansion opportunities to VP/SVP/C-level stakeholders

* Identify, qualify, and close expansion opportunities — building pipeline from within the existing account base

* Manage contract renewals, SOW structuring, pricing negotiations, and commercial terms with senior client stakeholders

* Serve as the senior point of accountability for delivery quality, SLA performance, and client satisfaction across your account portfolio

* Partner closely with delivery leadership, program managers, and operations teams to ensure execution excellence and proactive issue resolution

* Develop a deep understanding of Innodata’s full suite of AI data engineering solutions, platforms, and services — including data annotation, LLM evaluation, trust & safety, agentic AI, and custom model training pipelines

* Translate Innodata’s evolving GenAI and AI capabilities into tangible, high-value business cases for each assigned account

* Identify where clients are investing in AI/GenAI initiatives and position Innodata as the strategic partner of choice for data and evaluation needs

You’ll Thrive In This Role If You Have

* 8+ years in enterprise account management, customer success, or sales within IT services, AI, data engineering, or digital transformation

* Proven ownership of a $10M+ enterprise account portfolio with demonstrated 20–50% YoY growth through upsell and cross-sell

* Track record of managing and expanding strategic accounts at the VP, SVP, and C-level

* Strong commercial skills — contract negotiation, SOW structuring, pricing strategy, and revenue forecasting

* Solid delivery oversight experience — you understand how enterprise technology projects are scoped, staffed, and executed

* Demonstrated ability to build multi-threaded relationships across business, technical, procurement, and executive stakeholders

* Highly analytical — comfortable with account health metrics, NRR reporting, pipeline data, and CRM hygiene

* Excellent communication and executive presence — you can simplify complex solutions and present to the C-suite with confidence

* Experience in a fast-paced, high-growth environment where you’ve had to build and adapt quickly

The expected salary range for this position is $160,000 – $180,000 USD per year, based on experience, skills, and qualifications.

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